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March 2024 by Kim Villarreal
I switched my streaming service to Metronet and boy am I glad I didMy service is considerably faster, clearer, brighter than before TV screen, and installing was very easyRyan D. Was great. Professional, solid job knowledge, and made the install easy.The price and value for this service is fantabulous.
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February 2024 by Ellen Kroc
Customer Associate very helpful, professionally handled chat messaging and thorough with responses and overall service.
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December 2023 by Ruchi Gupta
It’s the old beat up story. Sales team shows you a great option to your current service but then once the promo is over, it’s like they’ve moved to the moon.But Metronet is worse. They have this extra $12 charge per month for absolutely no good reason. I cannot pay by credit card due to the 3% extra they will charge you. Autopay will execute a whole week before the due date. For a physical office, it is a one-man office in Rochester where you wait in line just as if you are on the phone. I waited for oh, 30 minutes, 15 minutes to closing, and then she told me “where’s the router”. I wasn’t told to bring it, OR that it wasn’t to be connected to my Spectrum modem. Even the pretense of friendliness disappeared! I felt like I had sinned. I’m just the end user, these proprietary fail-safes should be built into the equipment. Besides, her behavior just ensured that next time I need to switch service, it won’t be to Metronet.
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December 2023 by Hussein Goley
i am still new, so far the company is good, quick respond when there problem. price is reasonable , I don't know if they are sweet for the new customers, like the other companies who smile and great for the new service takers, and add the prices to the old loyal customers' its that it will be very sad.
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November 2023 by Austin Ryan
One of the poorest consumer experiences I have had. Our internet has been out for well over a week due to a terminal issue. Had a technician out shortly after our service interruption began, he stated the issue would be resolved within 24-48 hours. Nothing happened and zero contact from metronet. I have called in numerous times since, they then stated it would be fixed within five days that’s came and went. After finally getting in touch with a manager she said she would do some work on her end and follow up with me. She stated she would leave a ticket open so it reminded her to follow up. Yet again no communication and no action. Being that my wife works remotely internet reliability is very important, this is the second major outage we have experienced in just a couple months of service with metronet. Based on their poor customer service and unreliable network if you have other options for internet I would highly recommend avoiding metronet.
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November 2023 by Marshall C
Metronet installed fiber in my home on 10/4/23. After the install tech left I noticed two screws used to fasten a Metronet box to the backside of drywall in my utility room, had punctured through the finished side of that drywall in an adjacent bathroom. I immediately called Metronet customer service and explained the situation, and set a followup appointment for 10/7/23. On 10/7/23 the tech removed the screws that punctured the drywall and gave me contact information for his field supervisor (FS) to address the drywall damage.After not hearing from the FS, on 10/18/23 I emailed the FS but received no reply. On 10/20/23 I again contacted customer service and reiterated the problem. I was informed the FS would contact me but contact might not occur on that same day.After not hearing from the FS I again contacted customer service on 10/23/23. The CS rep read the account notes, and told me they would email the FS during my call. During the call, the CS rep received an out of office reply from the FS so the CS rep emailed a back up FS, and the CS rep also received an out of office reply from the back up FS. On 10/30/23 I resent my 10/18/23 email and the Field Supervisor finally responded on 10/31/23.Otherwise the internet service has performed well. I just want the holes repaired properly.
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October 2023 by Jeffrey Schaefer
I had a good experience with Metronet in the time I had with them. My speeds weren't what I hoped for, but it was due more to my older system vs poor service.When I got an offer from a competitor, I couldn't say no, after all, $30/mo difference is cash in my pocket. When I called to disconnect, the process was seamless and I wasn't required to return equipment. Unfortunately the initial call agent forgot to complete the work order and I was billed for services again the following month. When I called back to get re invoiced, I talked to Steve Michael, an absolute rock star of a customer service rep and he was pleasantly knowledgeable and understanding of the situation. He even called back the next morning to be sure I knew the issue was resolved and I could expect a credit in the mail. Well done Steve!
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October 2023 by Kaitlyn
Metro net has the best customer service, are very quick at responding. We have been working together with Jill and she has been excellent at getting us what we need. Best fiber company to work with in Rochester!
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September 2023 by Bob Livingston
Installed on Monday. Speed was down to 25mb on Tuesday. Sent email on Wednesday. Return email said someone would get back to me. Friday after two email s to Metro, NOTHING!!! Router is very hot. Had to remove from a wood shelf and put on a steel surface. After four days, reminds me of why I want to leave spectrum!!!
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September 2023 by Ted Larson
I’ve been a customer for a year and a half. All payments made on time, no issues. I ran into some unforeseen expenses and my payment didn’t clear. Literally one day past due. Told them they could draft the whole payment on Tues when I get paid again and they REFUSED TO DO ANYTHING - LITERALLY ANYTHING - to help. I can’t run my business and my kids can’t do their homework for a week because this terrible company doesn’t see people. They only see green. DON’T LEAVE CHARTER. Absolutely awful.
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August 2023 by Linda Wagner
Better price but we've had no end of problems since we started a month ago. Our Internet keeps going off and on at random. After several calls to tech support over several weeks, it finally went totally off (no lights on the optical modem.) While on the phone, my husband disassembled the modem box (not easy) and reconnected the loose wires. Bad installation? Bad equipment? Definitely bad advice. Bad service. And equipment not meant for home repairs. Sign up for unreliable Internet here.
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August 2023 by Rochelle Wojtkiewicz
Service has been horrible as of lately. Nearly every day I have some sort of disruption in my cable service. Currently for the past two hours the channels are skippy/jumpy, can't hear can't watch. Getting tired of this for how much it cost.
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August 2023 by Kaleb Janssen
Service has been awful between technicians doing things wrong and waiting months for trenching to be done of my new fiber optic cable. Building a new house I need Internet obviously dirt work needs to be done. I need my line buried deep in the ground. Had the trenchers come out once and they buried it across the footings for my garage and cut the cable in several different areas. A different technician showed up and ran a new fiber optic above ground. And then I waited again for the trenchers to show up. They never did so. I took matters into my own hands so I could complete dirt work. Found out that the fiber optic had been kinked and needed replaced for third time. Waited and called for almost 3 months for the trenchers to show up and kept to getting a rush, put on my account, which means trenchers should be out within seven days I called four times for a rush to be put on and still no one has showed up long story short went to trench the line myself today and ended up cutting it so now I’m without Internet trying to do someone else’s job because Metronet can’t get it together to get someone out here to do it the right way. Extremely disappointed and highly considering switching services. It shouldn’t take months for me to get proper internet service.
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August 2023 by Bob Snipes
Overpromises, Under-delivers, and Frustrates: A Tale of an Inept ISPI am left with no other choice but to pen down my disappointing experience with this ISP, a venture that I hoped would streamline my internet usage but has ended up doing the exact opposite.My ordeal began when I requested a static IP from them, mainly because their policies didn't allow for port forwarding - an inconvenience in and of itself. It seemed like a simple enough process, I pay an extra $10 per month, and in return, I receive my static IP. However, the reality of this transaction couldn't have been more different.It has been over a week, and I'm still left static IP-less, despite their assurances that it wouldn't take this long. Every attempt to get some clarification or push the process along from my end has resulted in nothing but wasted time and exasperation. I've been subjected to countless drawn-out phone calls with tech support, typically lasting 30-40 minutes, only to be met with a perplexing lack of knowledge regarding my situation.What's more, I've been repeatedly informed that they "can't reach the team that provisions the statics". This raises questions about the lack of internal communication within the company and the general lack of urgency shown towards resolving customer issues.Incredibly, despite this sheer lack of service, they've already billed me for the static IP, a service they've yet to deliver. The audacity of charging me for something I am yet to receive is beyond comprehension. It's an insult to basic customer service principles and leaves a lot to be desired.Unfortunately, there seems to be a systemic issue with their escalation procedures. They've repeatedly stated that there is no way to prioritize or escalate the issue. This is simply unacceptable in today's age where every other organization I've dealt with can quickly escalate issues to the appropriate teams. It's incredibly frustrating and creates an atmosphere of helplessness for the customer.In summary, this experience has been anything but pleasant. The ISP's non-existent service, unprofessional handling, and a distinct lack of urgency in resolving issues, compounded with their audacity to charge for undelivered services, is a stark warning to potential customers.I hope no one else has to go through the same unfortunate experience as I did. I can't in good conscience recommend this ISP to anyone. It's not just about the undelivered static IP, but the complete lack of customer empathy and an adequate resolution mechanism.Until they significantly improve their processes and the way they treat customers, I would strongly advise looking elsewhere for your internet service needs.
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August 2023 by Dobbingoz982 Dobbingo
UPDATED: I signed up for a static IP but it's been a week and they haven't sent it over yet. I mentioned I need this for work but they had no problem getting it on my bill already.It's a little crazy to me that it would take over a week to deliver a static IP address to a customer. They use CGNAT so they don't allow port-forwarding on a dynamic public IP so they essentially force you to pay for a static IP at 10/month.
